why can't we speak to tier 2 support?

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In response to jband on TWITTER: https://twitter.com/jband/status/7258...

@RingCentralCare why can't we speak to tier 2 support?
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HootSuite App

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Posted 4 years ago

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Mike, Official Rep

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For your particular issue regarding the fax problem, it has already been escalated beyond Tier 2. This is a platform indecent that is affecting multiple users so it's diligently being worked on. Please post any followup questions to this thread for quicker response, or to followup on your case
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Dan Sands

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I have to say I would concur with this. RingCentral first line is great, but often to get through to 2nd line when a problem is more complicated is quite a fight. It would be wonderful if you guys could put a flag next to accounts that have tried the basics and make it a bit easier to reach 2nd line. Generally 2nd line as also excellent but contact can be quite frustrating at times.
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BRH Admitting

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I'm the OP and I have been speaking to front line support for 3 days with no resolution. It's frustrating when no phone calls are being returned and ringcentral faxing has not worked for 3 days.  We are running a hospital and faxing is critical to our business especially when health information needs to be sent to other healthcare institutions and sometime its a matter of life and death. All we want is daily updates and info on whats going on.
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Mike, Official Rep

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Sorry for the time this is taking and if nobody has contacted you. Your case was escalated earlier this afternoon.  The fax issue appears to be a system issue so there's not any other info a Tier 2 agent can provide in this instance. Once the engineers resolve the problem an email will go to the affected accounts.  You are welcome to check back here for status updates and we'll do our best to provide information if it's available. 


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